Refunds & remakes

Our remake promise

If your printed portrait arrives and doesn't capture your pet, email us within 30 days of delivery. We will work with you on a new version (a different photo or style) and reprint it at no cost - one remake per ordered item. This promise is in addition to your legal rights below and does not limit them.

Damaged, defective or misprinted items

If an item arrives damaged, defective or misprinted, email us within 30 days of delivery with your order reference and a photo of the problem. You choose: a free replacement or a full refund. You don't need to send anything back.

Your legal guarantee

On top of our promise, the legal guarantee of conformity makes us responsible for defects and for products that don't match their description that appear within 2 years of delivery. If that happens after our 30-day window, email us anyway - we will repair, replace or refund as the law provides. See our terms for details.

Lost packages

If your tracking hasn't moved for 10 business days or shows the package as lost, contact us and we will reship it or refund you.

Change of mind

Each piece is personalised and printed just for you, so it can't be returned for a change of mind. For consumers in the EU and the UK, personalised goods made to the buyer's specifications are exempt from the 14-day right of withdrawal (Article 16(c) of Directive 2011/83/EU). That's why every portrait starts with a free preview - please check it (and the title plate text) before ordering.

Digital HD files

The Digital HD file is delivered right after payment. On the checkout page you ask for immediate delivery and acknowledge that you lose the 14-day right of withdrawal (EU/UK) once the download link is sent (Article 16(m) of Directive 2011/83/EU) - we confirm this in your confirmation email. If your file won't download, is faulty or doesn't show your pet, tell us within 30 days and we'll fix it or refund it in full. If a Digital HD order is refunded, its download links stop working.

Cancellations

Orders go into production quickly. If you need to cancel or change your address, email us as soon as possible - if production hasn't started we will cancel and refund in full.

How to reach us

Email hello@getpetlegends.com with your order reference (it's in your confirmation email). Approved refunds go back to your original payment method, usually within 5-10 business days.